Grad Conn is the Chief Experience & Marketing Officer at Sprinklr where he leads a team of modern marketers focused on helping the world's most loved brands create happier customers. His title, CXMO, reflects Sprinklr's view that – in a world where customers are connected and empowered like never before – experience is the new brand.

We talked about customer experience management (CXM) in an always-on, always-connected world, and why customer care and marketing must work together to be more effective.